• Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow ITSM and CSM implementations.
• Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.
• Facilitate workshops and stakeholder meetings to identify process improvement opportunities.
• Support ServiceNow configuration and customization in partnership with technical teams.
• Conduct gap analysis and assess existing ServiceNow capabilities vs. client needs.
• Collaborate with QA teams to define test scenarios and validate functionality.
• Participate in UAT sessions and support go-live activities and post-deployment support.
• Monitor ServiceNow performance and usage, identify enhancement opportunities, and contribute to roadmap planning.
• Stay up to date with new features and capabilities in the ServiceNow platform

• 2–5 years of experience as a ServiceNow projects business analyst
• Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.).
• Hands-on understanding of ServiceNow CSM (case management, knowledge base, SLAs, customer portals).
• Experience with Agile/Scrum delivery methodologies.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Experience working with global and cross-functional teams.
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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